Support Page

The support page provides information about us, delivery, terms and conditions etc. Clicking on one of the headings below will take you straight to the relevant details. If you cannot find the answer to your query, please Contact Us and we will normally reply before the end of the next working day.

• Who are outdoorlightingonline.co.uk?
• How to buy from outdoorlightingonline.co.uk
• Prices
• Payment
• Cheques and Postal Orders
• Delivery
• Terms and Conditions
• Cancelling your order
• 14 Day Money Back Guarantee
• Returns-Faulty/Damaged Goods
• Undelivered/Lost Goods
• Guarantee
• Security
• Privacy Policy
• Copyright

Who are outdoorlightingonline.co.uk?

Outdoorlightingonline.co.uk is the specialist outdoor lighting site owned by Arthur English Lighting Limited.

Registered Office in England and Wales
Arthur English Lighting Limited
4 The Grove
Ilkley
West Yorkshire
LS29 9EG
Company No. 171708
V.A.T. No: 179834117

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How to buy from outdoorlightingonline.co.uk

It's very easy to buy online with us. Find the product you want, click on the ˜Basket' button and you will be taken to your personal shopping basket which details your order. You can continue shopping or proceed to the checkout. Products which are out of stock may still be purchased and will be placed on back order. Approximate delivery dates are shown on the site but may be subject to change.

Your order will be processed, via our secure server, and a confirmation will be emailed to you. Customers can normally expect to receive their orders within ten working days.

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Prices

The prices for all goods displayed for sale on this site are inclusive of VAT. Delivery will be charged in addition. These charges are based on the total order value and are not per item.

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Payment

Outdoorlightingonline.co.uk cannot accept your order until payment has been received in full, this includes products placed onto back order. Your order will be confirmed by an email from Protx (the secure payment site). Payments may be made via our secure payment system or alternatively by telephone or by sending a cheque payable to Arthur English Lighting Ltd, click contact for address and telephone number details. Payments are only accepted in UK sterling and we accept most major debit and credit cards.

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Cheques

If you do not want to use your card you can send a cheque or postal order instead. Send your name, address, product name and code on a piece of paper and send a cheque or postal order made out to "Arthur English Lighting Ltd" for the price shown, plus the relevant delivery charge (listed below). Goods paid for by this method will be dispatched on clearance of your payment.

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Delivery

We aim to deliver all products within 10 working days from the acceptance of your order. If we are unable to do this we will contact you so that you may cancel your order or you may have the option of leaving it on backorder.

We will endeavour to make sure that when you receive your delivery it will be undamaged, be complete and have all the relevant information and instructions. In the unlikely event that your order does not reach you in A1 condition please refer to our returns page for details of what to do next. All goods will be delivered by either the Royal Mail or our nominated courier and a signature will be required on receipt of the goods. The method of delivery will be chosen by outdoorlightingonline.co.uk. Customers may arrange special deliveries, but we will require you to contact us with the details at the time of ordering. The customer will be required to pay all postage costs for special deliveries.

Goods which are unable to be delivered by Royal Mail will be taken to the local sorting office. You may then arrange for another delivery or collection. Goods will generally be held by Royal Mail for 14 days, after which the goods will be returned to outdoorlightingonline.co.uk. Goods which are unable to be delivered by our nominated courier will be notified by a card with the local depot phone number. The courier will then re-attempt to deliver the next working day or you may collect from the local depot. Goods are generally held by the courier for 3 working days, after which they will be returned to outdoorlightingonline.co.uk. All goods which are returned to outdoorlightingonline.co.uk and require re-delivery to the customer will incur further postage charges.

Outdoorlightingonline.co.uk recommends that you use the alternative delivery address option when ordering if you are not normally at home during the day. We will also gladly hold delivery of your order, if for example you are going on holiday, until your return.

DELIVERY CHARGES

UK

These charges are based on the TOTAL value of the order and are not per item.

Please note orders for delivery to some extremities of the UK may very occasionally incur a higher postage charge depending on the size and weight of the order. We will contact you directly upon receipt of your order if this is necessary. Almost 100% of our orders are delivered without incurring an additional charge. Below are listed some of the UK areas where additional postage costs may occasionally apply.

SOME SCOTTISH HIGHLANDS AND ISLANDS POSTCODES “ ISLE OF MAN “ ISLES OF SCILLY “ CHANNEL ISLANDS “ NORTHERN IRELAND

PLEASE NOTE THAT WE ONLY SUPPLY AND DELIVER OUR PRODUCTS IN THE UK.

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Terms

Please read the following carefully. By using this website the user user or you agree to the following terms of use. If you do not agree to these terms of use please exit the site.

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Cancelling your order

The United Kingdom Distance Selling Regulations allow you to cancel your order within seven working days of delivery. To do this please contact us by email at customerservices@outdoorlightingonline.co.uk, giving the reason for return as "Order cancellation", we will confirm receipt of your request by e-mail or phone and require return of the goods within seven working days from this confirmation. The cancelled goods should be returned in the original, unopened packaging to the address below. Please note that you will be responsible for the cost of returning the goods and that we strongly advise that you obtain proof of posting and insurance.

Please return goods to:

RETURNS
Outdoorlightingonline.co.uk
Arthur English Lighting Ltd
4 The Grove
Ilkley
West Yorkshire
LS29 9EG

On receipt of the returned goods in original condition and packaging, we will refund the purchase price of the goods. Delivery charges will only be refunded if the order is cancelled prior to dispatch.

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14 Day Money Back Guarantee

We like our customers to be 100% happy with everything they purchase from outdoorlightingonline.co.uk. If however you are not, you may return your goods within 14 days of delivery. Please send an email to customerservices@outdoorlightingonline.co.uk stating the reason for your return as " 14 day money back return". We will confirm receipt of your request and then you may return the unused goods in their original condition and packaging.

Please return goods to:

RETURNS
Outdoorlightingonline.co.uk
Arthur English Lighting Ltd
4 The Grove
Ilkley
West Yorkshire
LS29 9EG

The costs of returning the goods will be met by the customer and we strongly advise you obtain insurance and proof of posting. The purchase price of the goods will be refunded within 30 days on receipt of them in original condition.

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Returns - Faulty/Damaged Goods

It is outdoorlightingonline.co.uk policy to check all goods before dispatch. If in the unlikely event of your purchase arriving damaged you must contact us at customerservices@outdoorlightingonline.co.uk or by phone 01943 608176 Monday to Friday 9.30 to 2.30 within 3 working days of delivery, stating your reason for return as "Damaged/Faulty goods return". We will arrange for the goods to be replaced or refunded on receipt of the damaged items.

Please note customers must contact us BEFORE returning any goods.

Please return goods to:

RETURNS
Outdoorlightingonline.co.uk
Arthur English Lighting Limited
4 The Grove
Ilkley
West Yorkshire
LS29 9EG

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Undelivered/Lost Goods

Should your goods not arrive please contact us at customerservices@outdoorlightingonline.co.uk or by phone on 01943 608176 Monday to Friday 9.30 – 2.30 stating your order date, contact name and payment reference. We will investigate your query as a matter or urgency. If it is found that your goods have been lost by either Royal Mail or our nominated courier service you may be required to complete a lost goods claim form to facilitate refund or replacement of goods. Failure to complete this form may result in delay of refund or replacement.

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Guarantee

All goods supplied by outdoorlightingonline.co.uk come with a 12 month guarantee against developing a fault or defect. The 12 month guarantee will commence from the day of receipt of your goods.

Please note that faults with lighting products are rare due to the strict safety tests and regulations that they have to meet before they can be sold in the U.K., however in the unlikely event that your product does become faulty please contact us at customerservices@outdoorlightingonline.co.uk for information on what to do next.

Guarantees are invalid if the suppliers' instructions are not adhered to. The guarantee applies to the supplied product only. Outdoorlightingonline.co.uk will not be responsible for and not liable for the costs of any installation, removal or repair associated with the supplied product should it develop a fault within the guarantee period. Outdoorlightingonline.co.uk recommends that an approved electrician is used to install our products.

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Security

We are extremely aware of reports about online security, which is why we have invested in the latest SSL (Security Sockets Layer) encryption methodology to protect your information and prevent credit card breaches.

The outdoorlightingonline.co.uk's SSL is provided by one of the largest names in the industry 'Protx' (www.protx.com) endorsed by our Bank, Natwest along with other major financial institutions. Protx have issued us with a Secure Server Certificate which provides a website or web server with an electronic means of confirming both the identity of the website operator and ownership of the relevant domain name. It operates seamlessly, creating an encrypted link between the user's browser and the web server, which protects all the information that is sent during transactions.

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Privacy Policy

Arthur English Lighting Ltd (Holding Company of this site) is the sole owner of the information collected on this site. When you place an order we collect your name, email address, mailing address, phone number for delivery purchases. In relation to credit/debit card orders and details, these will be processed by Protx ( www.Protx.com ) in accordance with their terms and conditions.

We give our assurance that your details will only be used by ourselves and no third parties.

Outdoorlightingonline.co.uk and its holding company Arthur English Lighting Ltd may occasionally use your information to tell you about website changes and to let you know about our products, competitions, promotions and new developments. If you do not want to receive this information please send us an email to unsubscribe@outdoorlightingonline.co.uk

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Copyright

All content included in this site is the property of Arthur English Lighting Ltd, the Company, (Holding Company of outdoorlightingonline.co.uk) or its suppliers and is protected by UK and International copyright law.

You may print and copy elements of this site only for the sole use of placing an order with us.

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